Introduction to Management in the Hospitality Industry

by Powers, Thomas F.; Barrows, Clayton W.

• ISBN13: 9780471252030
• ISBN10: 0471252034
• Edition: 6th
• Format: Hardcover
• Copyright: 1999-02-01
• Publisher: John Wiley & Sons Inc

Summary

Rave Reviews from Students and Instructors on This Classic Introduction to Management in the Hospital Industry From Instructors . "The industry practice notes bring a contemporary focus to the text, and case studies are thought-provoking and will provide an excellent basis for classroom discussion." -Patricia R. Agnew, Johnson & Wales University "I find the text a valuable source of information for our introductory course." -James D. Bennett, Indiana University-Purdue University, Indianapolis ".very clear, down-to-earth style, easy to understand, and very well written." -John W. Dunn, Santa Barbara City College "The new edition enables the students to take a concept or fact and tie it to the real world." -Paul J. Myer, Northwestern Business College From Students . "The authors2 writing style is easy to follow and held my interest for pages at a time." -Larry Slade, Colorado State University "Concepts were clearly explained and 2real world2 examples supported the theories." -Saskia Villamil, Northern Virginia Community College Reflecting rapidly changing industry trends, Introduction to Management in the Hospitality Industry, Sixth Edition consolidates all aspects of foodservice, lodging, and tourism operations into an up-to-date, comprehensive overview of hospitality management. This fully revised edition focuses on problem-solving tools managers use to achieve their goals, with topics ranging from sales, service, and marketing to the fundamentals of management.

Table of Contents

From Student to Student	v	(2)
Preface	vii
Part 1 PERSPECTIVES ON CAREERS IN HOSPITALITY	1	(56)
Chapter 1 The Hospitality Industry and You	2	(28)
What is Hospitality Management?	4	(1)
The Manager's Role in the Hospitality Industry	5	(1)
Why Study in a Hospitality Management Program?	6	(3)
Employment Opportunities	8	(1)
Planning a Career	9	(1)
Why Do We Work?	9	(1)
Employment as an Important Part of Your Education	10	(4)
Profiting from Work Experience	10	(2)
Learning Strategies for Work Experience	12	(2)
Getting a Job	14	(3)
Getting in the Door	15	(1)
Learning on the Job	16	(1)
Other Ways of Profiting from a Job	16	(1)
Industry Practice Note 1.1 An Employer's View of Job Placement	17	(1)
Global Hospitality Note 1.1 Career Opportunities Overseas	18	(1)
Employment at Graduation	19	(1)
Goals and Objectives: The Strategy of Job Placement	19	(3)
The Outlook for Hospitality	22	(3)
Polarization in Hospitality Service Organizations	22	(1)
Accelerating Competition	23	(1)
Service Is the Difference	24	(1)
Value Consciousness	24	(1)
Technology	24	(1)
Empowerment	24	(1)
Diversity	25	(1)
Concern with Security	25	(1)
Concern with Sanitation	25	(1)
Globalization	25	(1)
Summary	25	(1)
Key Words and Concepts	26	(1)
Review Questions	26	(1)
Internet Exercises	27	(1)
Notes	28	(2)
Chapter 2 Forces for Growth and Change in the Hospitality Industry	30	(27)
Demand	32	(2)
The Changing Age Composition of Our Population	32	(2)
Industry Practice Note 2.1 Demographics in Practice	34	(8)
Diversity and Cultural Change	37	(5)
Industry Practice Note 2.2 Changing Roles for Women in Food Service	42	(2)
Changing Income Distribution	43	(1)
Industry Practice Note 2.3 Is the Middle Class Shrinking?	44	(1)
Supply	45	(1)
Industry Practice Note 2.4 Lifestyle and Demand for Hospitality Services	46	(5)
Land and Its Produce	47	(1)
Labor	48	(3)
Workforce Diversity	51	(1)
The Impact of Labor Scarcity	51	(1)
Summary	52	(1)
Key Words and Concepts	53	(1)
Review Questions	54	(1)
Internet Exercises	55	(1)
Notes	55	(2)
Part 2 FOOD SERVICE	57	(176)
Chapter 3 The Restaurant Business	58	(36)
The Varied Field of Food Service	60	(4)
The Outlook for Food Service	62	(2)
The Restaurant Business	64	(1)
The Dining Market and the Eating Market	64	(5)
Dining Well	64	(5)
Case History 3.1 Top Denver Restaurant Faces Hard Decision	69	(3)
Eating Market Dynamics	70	(2)
Contemporary Popular-priced Restaurants	72	(12)
Quick-Service Restaurants (QSRs)	74	(6)
Midscale Restaurants	80	(4)
Industry Practice Note 3.1 Demand Growing for Alternatives to Home Cooking	84	(4)
High-Check-Average Restaurants	84	(1)
Casual Restaurants	85	(3)
Restaurants as a Part of a Larger Business	88	(1)
Restaurants in Retail Stores	88	(1)
Restaurants in Shopping Malls	88	(1)
Restaurants at Truck Stops	89	(1)
Summary	89	(1)
Key Words and Concepts	90	(1)
Review Questions	90	(1)
Internet Exercises	91	(1)
Notes	91	(3)
Chapter 4 Restaurant Operations	94	(22)
Restaurant Operations	96	(12)
The Front of the House	96	(4)
The Back of the House	100	(3)
The "Office"	103	(1)
General Management	104	(3)
Life in the Restaurant Business	107	(1)
Salary Levels	107	(1)
Making a Profit in Food Service Operations	108	(1)
Increasing Sales	108	(1)
Reducing Costs	109	(1)
Keeping the Score in Operations: Accounting and Operating Ratios	109	(2)
Cost of Sales	110	(1)
Controllable Expenses	110	(1)
Capital Costs	110	(1)
Summary	111	(2)
Key Words and Concepts	113	(1)
Review Questions	113	(1)
Internet Exercises	114	(1)
Notes	115	(1)
Chapter 5 Restaurant Industry Organization: Chain, Independent, or Franchise	116	(30)
Chain Restaurant Systems	118	(6)
Marketing and Brand Recognition	119	(2)
Site Selection Expertise	121	(1)
Access to Capital	121	(1)
Purchasing Economies	122	(1)
Control and Information Systems	122	(1)
Personnel Program Development	122	(2)
Chain's Market Share	124	(1)
Operating Advantages of the Independent Restaurant	124	(3)
Marketing and Brand Recognition	125	(1)
Site Selection	125	(1)
Access to Capital	126	(1)
Industry Practice Note 5.1 Working with the SBA	127	(1)
Industry Practice Note 5.2 Why Go Public?	128	(2)
Purchasing Economies	128	(1)
Control and Information Systems	128	(1)
Personnel	129	(1)
The Independent's Extra: Flexibility	129	(1)
The Independent's Imperative: Differentiation	130	(1)
Between Independent and Chain	130	(1)
Franchised Restaurants	130	(4)
The New Franchise	132	(1)
Continuing Franchise Services	133	(1)
Industry Practice Note 5.3 Interested in Becoming a Franchisee?	134	(6)
Drawbacks for the Franchisee	137	(1)
The Franchisor's View	138	(1)
Franchising Disadvantages to Franchisors	139	(1)
Franchisor--Franchisee Relations	139	(1)
Industry Practice Note 5.4 Conflict in Food Service Franchising	140	(1)
Franchising: A Middle Way	141	(1)
Summary	141	(1)
Key Words and Concepts	142	(1)
Review Questions	143	(1)
Internet Exercises	143	(1)
Notes	144	(2)
Chapter 6 Competitive Forces in Food Service	146	(24)
Competitive Conditions in Food Service	148	(2)
The Marketing Mix	150	(4)
Product	150	(4)
Case History 6.1 Concept Blur and the Great American Hot Dog	154	(5)
Price	154	(2)
Place--and Places	156	(2)
Promotion	158	(1)
Industry Practice Note 6.1 Food Service Advertising and Diversity	159	(2)
Competition with Other Industries	161	(4)
Convenience Stores	161	(1)
Supermarkets	162	(1)
The Home as Competition	163	(2)
Industry Practice Note 6.2 Competition Between Food Service and Grocery Spurs New Product Development	165	(1)
Summary	165	(1)
Key Words and Concepts	166	(1)
Review Questions	167	(1)
Internet Exercises	167	(1)
Notes	168	(2)
Chapter 7 Issues Facing Food Service	170	(28)
Consumer Concerns	172	(6)
Nutrition	172	(3)
Junk Food and a Hectic Pace	175	(2)
Nutritional Labeling	177	(1)
Industry Practice Note 7.1 Defining Health Claims	178	(3)
Sanitation	179	(1)
Alcohol and Dining	180	(1)
Food Service and the Environment	181	(8)
Thinking about Garbage: From Dump to Waste Stream	182	(2)
Managing the Waste Stream	184	(5)
Technology	189	(5)
Enhancing Customer Service	190	(1)
Technology in the Back of the House	191	(1)
Technology, the Internet, and Food Service Marketing	192	(1)
Technology and Management	193	(1)
Summary	194	(1)
Key Words and Concepts	194	(1)
Review Questions	195	(1)
Internet Exercises	195	(1)
Notes	196	(2)
Chapter 8 Institutions and Institutional Food Service	198	(35)
Comparing Institutional and Commercial Food Services	200	(3)
Institutional Operators	203	(1)
Contract Management Companies	203	(1)
Global Hospitality 8.1 International Perspectives	204	(1)
Pros and Cons of Contract Management	204	(1)
Business and Industry Food Service	205	(3)
Industry Practice Note 8.1 Measuring Guest Participation	208	(1)
College and University Food Service	209	(3)
College Students as Customers	210	(2)
Health Care Food Service	212	(5)
The Dietetic Professional	212	(1)
The Dietetic Technician	213	(1)
The Dietary Manager	213	(1)
Dietary Department Organization	213	(2)
Trends in Health Care Food Service	215	(2)
School and Community Food Service	217	(7)
The School Food Service Model	219	(1)
Contract Companies in School Food Service	220	(1)
Service Programs for the Aging	221	(1)
Community-based Services	221	(1)
Retirement Housing Communities	222	(2)
Other Institutional Food Service Segments	224	(2)
Recreation	224	(1)
Private Clubs	225	(1)
Transportation	226	(1)
Vending	226	(1)
Case History 8.1 Vending Meets One Building's Food Service Needs	227	(1)
Summary	228	(1)
Key Words and Concepts	229	(1)
Review Questions	229	(1)
Internet Exercises	230	(1)
Notes	231	(2)
Part 3 LODGING	233	(144)
Chapter 9 Lodging: Meeting Guest Needs	234	(40)
The Evolution of Lodging	236	(4)
The Motel	236	(1)
The Motor Hotel	237	(2)
The Downtown Hotel	239	(1)
Serving the Guest	240	(5)
Business Travel	241	(3)
Leisure and Personal Travel	244	(1)
Industry Practice Note 9.1 Demystifying Gender Differences Among Hotel Guests	245	(2)
The International Traveler	245	(2)
Types of Lodging	247	(1)
Industry Practice Note 9.2 Where Have All the Independents Gone?	248	(8)
Full-Service Properties	249	(3)
Limited-Service Properties	252	(3)
All-Suite Hotels	255	(1)
Global Hospitality 9.1 The Economy Sector Flowers Overseas	256	(1)
Industry Practice Note 9.3 Diversity in Lodging Ownership: The Asian American Hotel Owner's Association	257	(9)
Extended-Stay Properties	259	(1)
The Resort Hotel	260	(2)
The Meeting and Convention Market	262	(3)
Other Specialized Segments	265	(1)
Industry Practice Note 9.4 Innkeeping Insights	266	(1)
Lodging as a Community Institution	267	(2)
Summary	269	(1)
Key Words and Concepts	270	(1)
Review Questions	270	(1)
Internet Exercises	271	(1)
Notes	272	(2)
Chapter 10 Hotel and Motel Operations	274	(34)
Major Functional Departments	277	(1)
The Rooms Side of the House	278	(10)
The Front Office	279	(2)
Automation of the Front Office	281	(3)
Reservations and Yield Management	284	(1)
Security	285	(1)
Telephone	286	(1)
Housekeeping	287	(1)
Industry Practice Note 10.1 The Concierge	288	(9)
Uniformed Services Staff	289	(1)
Food and Beverage Department	289	(2)
Restaurants	291	(4)
Staff and Support Departments	295	(2)
Income and Expense Patterns and Control	297	(5)
The Uniform System of Accounts	297	(5)
Entry Ports and Careers	302	(3)
Front Office	302	(1)
Accounting	302	(1)
Sales and Marketing	303	(1)
Food and Beverage	303	(1)
Owning Your Own Hotel	304	(1)
Summary	305	(1)
Key Words and Concepts	305	(1)
Review Questions	306	(1)
Internet Exercises	306	(1)
Notes	307	(1)
Chapter 11 Forces Shaping the Hotel Business	308	(30)
The Economics of the Hotel Business	310	(8)
A Cyclical Business	311	(4)
The Securitization of the Hotel Industry	315	(3)
Industry Practice Note 11.1 There Are REITs ... and Then There Are Paired-Share REITs and ... Some other Possibilities	318	(6)
The Hazards of Public Ownership	322	(1)
Growth in Lodging	323	(1)
Case History 11.1 Going Public: Some Good News and Some Bad	324	(1)
Dimensions of the Hotel Investment Decision	325	(2)
Financial	326	(1)
Global Hospitality Note 11.1 Exchange Rates and Hotel Valuations	327	(1)
Global Hospitality Note 11.2 Globalization and Taxation	328	(5)
Real Estate	328	(1)
An Operating Business	329	(1)
Segmentation: For Guests or Developers?	329	(2)
Management Companies	331	(1)
Entrepreneurial Opportunities	332	(1)
Summary	333	(1)
Key Words and Concepts	334	(1)
Review Questions	334	(1)
Internet Exercises	335	(1)
Notes	336	(2)
Chapter 12 Competition in the Lodging Business	338	(39)
The Conditions of Competition	340	(3)
A Fragmented Market	340	(2)
A Cyclical Market	342	(1)
Cost Structure	342	(1)
Securitization	342	(1)
Technological Revolution	342	(1)
The Marketing Mix in Lodging	343	(2)
Competitive Tactics	345	(1)
Product--in a Segmented Market	345	(12)
Food Service	347	(4)
Other Services and Amenities	351	(3)
System-wide Services	354	(3)
Price and Pricing Tactics	357	(4)
Yield Management	358	(2)
Rate Competition	360	(1)
Place--and Places	361	(3)
Location	361	(1)
Channels of Distribution	362	(2)
Industry Practice Note 12.1 Travel Intermediaries: REZolutions	364	(2)
Global Hospitality Notes 12.1 Franchising Worldwide	366	(2)
Industry Practice Note 12.2 Travel Bookings in the Internet to Skyrocket	368	(1)
Promotion: Marketing Communication	368	(4)
Mass Communication	369	(1)
Sales Promotion	370	(2)
Marketing and Competition	372	(1)
Summary	372	(1)
Key Words and Concepts	373	(1)
Review Questions	374	(1)
Internet Exercises	374	(1)
Notes	375	(2)
Part 4 TRAVEL, TOURISM, AND THE HOSPITALITY INDUSTRY	377	(70)
Chapter 13 Tourism: Front and Center	378	(30)
The Importance of Tourism	380	(1)
Factors Affecting Travel and Tourism	381	(3)
Growing Leisure	382	(1)
Income Trends	382	(1)
Demographics	383	(1)
Travel Trends	384	(2)
Mode of Travel	384	(1)
Trip Duration	385	(1)
The Economic Significance of Tourism	386	(2)
Tourism and Employment	387	(1)
Publicity as an Economic Benefit	387	(1)
The United States as an International Tourist Attraction	388	(1)
Global Hospitality Note 13.1 What Makes Tourism Run?	389	(4)
Measuring the Volume	390	(1)
Reasons for Growth of the United States as a Destination	391	(2)
Businesses Serving the Traveler	393	(8)
Passenger Transportation	393	(5)
Channels of Distribution	398	(2)
Reservation Networks	400	(1)
Noneconomic Effects of Tourism	401	(1)
Crowding	401	(1)
Industry Practice Note 13.1 Ecotourism	402	(2)
Favorable Noneconomic Effects	403	(1)
Summary	404	(1)
Key Words and Concepts	404	(1)
Review Questions	405	(1)
Internet Exercises	405	(2)
Notes	407	(1)
Chapter 14 Destinations: Tourism Generators	408	(39)
Motives and Destinations	410	(2)
Mass-Market Tourism	412	(1)
Planned Play Environments	413	(1)
Theme Parks	414	(8)
Themes	414	(3)
Scale	417	(1)
Themes and Cities	417	(3)
Regional Theme Parks	420	(2)
Employment and Training Opportunities	422	(1)
Casinos and Gaming	422	(11)
Las Vegas	424	(4)
Laughlin (Clark County)	428	(1)
Atlantic City	429	(1)
Casino Markets and the Business of Casinos	430	(2)
Casino Staffing	432	(1)
Urban Entertainment Centers	433	(2)
Case History 14.1 The National Restaurant Association Restaurant Show	435	(3)
Zoos and Aquariums	436	(1)
Shopping Centers	436	(2)
Temporary Attractions: Fairs and Festivals	438	(2)
Case History 14.2 The New Orleans Jazz Fest	440	(1)
Natural Environments	440	(2)
Global Hospitality Note 14.1 Ecotourism in other Countries	442	(1)
Summary	443	(1)
Key Words and Concepts	443	(1)
Review Questions	444	(1)
Internet Exercises	444	(1)
Notes	445	(2)
Part 5 MANAGEMENT IN THE HOSPITALITY INDUSTRY	447	(138)
Chapter 15 Management: A New Way of Thinking	448	(26)
Management and Supervision	450	(1)
The Economizing Society	451	(1)
Management: A New View of Problems	452	(1)
The Managerial Revolution	453	(4)
Taylor: The Work Process Focus	453	(2)
Fayol: Administrative Management	455	(1)
Human Relations: Work as a Social Process	456	(1)
The Agenda for Managers	456	(1)
Management: A Dynamic Force in a Changing Society	457	(6)
Statler: The First "National" Hospitality System	457	(1)
Stouffer's Modern Management Techniques	458	(1)
The Building of Complex Hospitality Systems	459	(4)
What is Management?	463	(1)
Case History 15.1 Where Does a Concept Come From?	464	(6)
What Is Our Business?	466	(3)
In Business for Yourself?	469	(1)
Summary	470	(1)
Key Words and Concepts	470	(1)
Review Questions	471	(1)
Internet Exercises	472	(1)
Notes	472	(2)
Chapter 16 Planning in Hospitality Management	474	(22)
Why Study Planning	476	(1)
Case History 16.1 Planning on an Olympic Scale at ARAMARK	477	(2)
Planning in Organizations	479	(3)
Some Planning Concepts	480	(2)
Goal Setting: 'Management by Objectives	482	(4)
Characteristics of Well-Thought-Out Goals	484	(1)
Goal Congruence	485	(1)
Goals and Policies	486	(1)
Planning in Operations	486	(3)
Strategic Issues	486	(2)
From Strategy to Tactics	488	(1)
Long-range Planning Tools	489	(2)
Return on Capital	489	(1)
Cost-Benefit Analysis	490	(1)
The Individual Worker as Planner	491	(2)
Planning as a Personal Process	492	(1)
Summary	493	(1)
Key Words and Concepts	493	(1)
Review Questions	493	(1)
Internet Exercises	494	(1)
Notes	494	(2)
Chapter 17 Organizing in Hospitality Managment	496	(24)
Authority: The Cement of Organizations	498	(4)
The Bases of Authority	498	(3)
Authority and Responsibility	501	(1)
Authority: A Summary	501	(1)
Case History 17.1 Reorganization in a Multibrand Company	502	(1)
Departmentalization	502	(4)
The Delegation of Authority	503	(1)
Span of Control	504	(1)
Bases for Departmentalization	505	(1)
Line and Staff	506	(2)
Line Management	506	(1)
Staff Assistance	507	(1)
Issues in Organizing	508	(9)
Functional Staff Authority	508	(2)
Increasing the Span of Control: Empowering Managers	510	(1)
Committees	511	(1)
Bureaucracy	512	(1)
Ad Hocracy	513	(4)
Summary	517	(1)
Key Words and Concepts	517	(1)
Review Questions	517	(1)
Internet Exercises	518	(1)
Notes	518	(2)
Chapter 18 Staffing: Human Resource Management in Hospitality Management	520	(26)
Fitting People to Jobs	523	(4)
Job and Person Specifications	524	(1)
Recruiting	527	(3)
Internal Sources	528	(1)
External Sources	528	(1)
Segmenting the Employee Market	529	(1)
Selection and Employment	530	(5)
Selection	530	(1)
Orientation	531	(4)
Training	535	(1)
Management Training	535	(1)
Industry Practice Note 18.1 Training and the Internet	536	(1)
On-the-job Training	536	(1)
Global Hospitality Note 18.1 Training in a Global Hospitality Industry	537	(2)
Everybody Gets Trained	538	(1)
Retaining Employees	539	(1)
Staff Planning	540	(3)
Job and Work Needs	540	(1)
Part-time Employees	541	(2)
Computerized Scheduling	543	(1)
Summary	543	(1)
Key Words and Concepts	544	(1)
Review Questions	544	(1)
Internet Exercises	544	(1)
Notes	545	(1)
Chapter 19 Control in Hospitality Management	546	(16)
Control and the "Cybernetic Loop"	549	(4)
Control Through Management Action	551	(2)
Characteristics of Control Systems	553	(1)
Tools for Control	553	(6)
Financial Accounting	553	(2)
Managerial Accounting	555	(3)
Decision Accounting	558	(1)
Summary	559	(1)
Key Words and Concepts	559	(1)
Review Questions	560	(1)
Internet Exercises	560	(2)
Chapter 20 Leadership and Directing in Hospitality Management	562	(23)
The "Conclusions" of Social Science Research	564	(1)
Relationship to Other Management Functions	564	(1)
Why People Follow	565	(3)
Necessity as Work Motivation	565	(1)
Advantage as Work Motivation	566	(1)
Personal Satisfaction as Work Motivation	566	(1)
Independence as Work Motivation	566	(1)
Encouragement, Praise, and Recognition as Work Motivation	567	(1)
Money as Work Motivation	567	(1)
Company Policy as Work Motivation	567	(1)
Does Happiness Lead to Productivity?	568	(1)
Leadership Theories	568	(5)
Three Important Elements of Modern Leadership	569	(3)
Participation	572	(1)
Communication	573	(2)
Barriers to Communication	573	(1)
Gateways to Communication	574	(1)
Elements of Leading and Directing	575	(1)
Case History 20.1 What Does a Leader Do for a Living?	576	(4)
Leadership and Change	578	(2)
Developing Your Own Leadership Style	580	(1)
Summary	581	(1)
Key Words and Concepts	582	(1)
Review Questions	582	(1)
Internet Exercises	582	(1)
Notes	583	(2)
Part 6 HOSPITALITY: A SERVICE INDUSTRY	585	(30)
Chapter 21 The Role of Service in the Hospitality Industry	586	(29)
What Is Service?	589	(3)
Types of Service	591	(1)
Rendering Personal Service	592	(2)
Task	593	(1)
Industry Practice Note 21.1 Service and Stress	594	(2)
Interpersonal Skills	595	(1)
Managing the Service Transaction	596	(6)
The Product View of Service	598	(1)
The Process View: Empowerment	599	(2)
Production or Process View?	601	(1)
How Companies Organize for Service	602	(8)
Service Strategy	602	(2)
Service Culture	604	(3)
The Employee as Product: The Importance of People	607	(2)
Service as a Sustainable Competitive Advantage	609	(1)
Summary	610	(1)
Key Words and Concepts	611	(1)
Review Questions	611	(1)
Internet Exercises	612	(1)
Notes	612	(3)
Index	615